Planning and Communication of Actionable User Research

Abstract: User research is an important element of human centred design and can have lasting effects on the development of all kinds of products and services. Never the less, integrating user research into industry projects faces various challenges. Being applied at different stages in the process, the clear planning and communication of user research insights and results is necessary in order to ensure that it has an actionable impact on the finalproduct. The goal of this thesis is to explore how digital design agencies integrate user research into their human centred design projects and howthey communicate the results with their clients. After conducting contextual interviews and document analysis for seven projects, the data is analysed for common patterns and characteristics of successful and unsuccessful projects. By exploring how research is planned and communicated, it becomes clear that the plan itself is used as acommunication tool, always keeping the process and direct in mind. User research needs to generate a solid basis of data by being used in every step of the process. Creating a mutual understanding about the process and the domain is a necessary step before starting the design process to create viable ideas and actionable deliverables.Giving a brought overview over a wide range of human centred design projects, this thesis includes a set of suggestions and recommendations how planning and communication affect the impact of user research. Actionable user research is a combined and continued afford that lives from the exchanges of information and knowledge.